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Technical Support Engineer

Company: Brinqa
Location: Austin
Posted on: February 24, 2021

Job Description:

The ideal candidate will be responsible for configuring and troubleshooting our product to resolve our customers' technical issues. You will support the customer by acting as the liaison between the customer and other internal teams. Your ability to work in complex networking environment will also make you an ideal candidate. We are looking for a well-rounded support engineer who can think strategically, is a great communicator and is a good advocate for the customer. The ideal candidate must be self-directed and a fast learner, flexible enough to work with new technologies and be passionate about solving the customer problem.
ResponsibilitiesThe Support Engineer will work directly with Brinqa customers to own all technical concerns regarding their Brinqa environment. Support Engineers will provide experienced support and troubleshooting skills to resolve complex technical issues, and proactively address any challenges that impact broader adoption of Brinqa products.
Some of the things you'll be doing include ---

  • Own and resolve all issues with a high sense of urgency and professionalism.
  • Ability to perform in-depth troubleshooting, be familiar with the customer environments, and provide root cause analysis.
  • Prioritize high-profile and escalated cases.
  • Effectively communicate with customers via the service desk, email, phone and other electronic methods.
  • Maintain excellent relationships with customers.
  • Contribute to Brinqa knowledge, community, and training resources.
  • Escalate support cases and priority issues to management as needed.
  • Maintain impeccable case hygiene and customer related files and records.
  • Suggest and implement improvements to internal processes and tools.
  • Identify and independently take on additional tasks.
  • Seek out and embrace leadership and mentoring opportunities.
    • Technical Support Enthusiast.
    • 2+ years demonstrated experience supporting and troubleshooting enterprise level, mission-critical applications.
    • Excellent case worker (skilled at Atlassian suite of tools , response writing, and call handling)
    • Highly Technical. 2+ years of experience with security, networking, databases, SQL, and Windows Server. Linux experience also preferred. Java, Groovy, JSON also a plus
    • Customer Focused. Strong interpersonal skills, demonstrated by the ability to: listen to and empathize with others; convey confidence; provide exemplary levels of service; resolve conflict effectively; collaborate with and facilitate small groups
    • Continuous Learner. Ability to learn new technologies and concepts quickly. BA/BS degree in Computer Science preferred, or equivalent technical or quantitative degrees and equivalent technical support work experience
    • Problem Solver. Demonstrated success as a highly creative, curious technologist and problem solver Multi-Tasker. Demonstrated ability to multi-task, handle frequent interruptions, and prioritize a high volume workload with a high sense of urgency and accuracy
      Other Skills
      • Excellent verbal and written communications skills.
      • Ability to work independently.
      • Ability to communicate complex issues or concepts in simple and effective terms.
      • A high level of energy, drive, enthusiasm, initiative and commitment.
      • A dynamic and motivated self-starter who has a genuine passion for customer satisfaction and building professional customer relationships.

Keywords: Brinqa, Austin , Technical Support Engineer, IT / Software / Systems , Austin, Texas

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